Avis clients sur Vivantio

One of the best customer management software

Commentaires : It provides customer service optimization and solutions. With Vivantio, businesses can achieve unparalleled service excellence by combining enterprise-level software with scalable, flexible and intuitive cloud-based solutions.

Avantages :

You can do everything you need with it and it has a lot of features. A good feature is the ability to edit emails in rich text with company branding, and users can be given granular permissions. In addition, the ITSM package offers several automation options. It has been a pleasure working with Vivantio's support team. System configuration can be as simple or as complex as you like. You may want high-level information in some areas without getting distracted by details that other systems require. It's suitable for that. In general the pros are: A user-friendly interface that can be easily adapted. Specifically, queue management and task ownership. I never encountered any outage due to stable performance and availability. The level of technical support

Inconvénients :

There is not a lot to dislike about Viviantio. Maybe adding more simplicity to the software

Best Part of Vivantio has been the Approval Process

Avantages :

Our company uses this software internally. So our employees are our customers, so to speak. I was able to configure the workflows to assign tasks to other employees to provide approval for things such as hardware/software purchases, access to our software systems, new employees, etc. Regular employees do not require a license to perform these approval tasks, which was not the case in the competing software. Also, the Self Service portal turned out so beautiful and useful to our employees. We get really good feedback from users. Customer representatives are very hands on and helpful. I have admin'd other software and while other, more popular software has more documentation, their reps are non-existent.

Inconvénients :

The set up is very dependent on the Vivantio reps, and the self-help for configuration is not very useful. The reps do a fantastic job of leading the new user through configuration but some people like to do that themselves. I have admin'd other software and while other more popular software has more documentation, their reps are non-existent.

My Vivantio Review

Commentaires : Overall, vivadesk is quite good. the incident management and notes being dislayed on the main screen is very good. i'd prefer if the calls could be viewed in one form, that I could scroll though. the tabs are quite slow to transition and throughout the day this adds up. if all the information was available from one scrollable page, that would be great

Avantages :

Overall, vivadesk is quite good. the incident management and notes being dislayed on the main screen is very good.

Inconvénients :

i'd prefer if the calls could be viewed in one form, that I could scroll though. the tabs are quite slow to transition and throughout the day this adds up. if all the information was available from one scrollable page, that would be great

Good value for money ITSM Tool for ITIL based Service Desks

Commentaires : I have had limited experience with Vivantio technical support and after sales however the interactions that I had were pleasant and prompt. I have attended a handful of user groups over the years with former colleagues and the owners and developers that I talked to were very open and receptive to user feedback and seemed genuinely interested in their users. Vivantio are a small enough organisation to have a relatively personal interaction level to their user base which is nice as it makes you feel more valued and appreciated as opposed to larger corporations which have a far more clinical approach.

Avantages :

I used Vivantio daily for 6 years and whilst the Organisation that I worked for did not take full advantage of all it had to offer the main features within the software that we did use were great. The user interface is simple and straightforward and doesn't take a lot of time to pick up, it is reasonably configurable to your specific organisation however the main layout is entirely ITIL based split into Service Requests, Incidents, Problems etc meaning if you do not follow this framework then it may not be the best tool for you. It has all the features that most users would need from an ITSM Tool such as asset management, reporting, raising support calls, CRM management, self service user interface etc. As I have had limited experiences with other ITSM and CRM software I cannot fully compare its functionality with others however I personally found it did everything I needed it to. Vivantio offer both managed and self managed versions of the software depending on the size of your Organisation and the expertise you have available. I left the Organisation before their full implementation of the latest version of Vivantio (Flex) so cannot speak fully about that but from what I did use of it I found it very intuitive and time saving. Overall I recommend Vivantio as a company and their ITSM suite of tools offer excellent value for money in my opinion.

Inconvénients :

There is nothing that I particularly disliked about the software itself.

Our IT support staff use this software to manage helpdesk calls efficiently, great for all businesse

Commentaires : : Vivantio is a great (ITSM) system for helpdesk and support teams, the system itself comes with a full set of configurable tools, log Incident calls, setting team tasks, problem management/change control/knowledge base, this is a product that fits in for both businesses that practice ITIL and for small businesses. the software itself is very configurable allowing the software to fit in with the business support strategy. users are notified and updated in relation to there logged call keeping the user in the loop. The look of the web interface is great, easy to follow and calls are easy to read. if an incident requires more than one team with the Vivantio system it is possible to easily set other IT support teams a set of subtasks that may be required to complete a solution, so many tasks can be assigned to one incident creating a master call in effect.

Avantages :

This software offers lot's of functionality, the client management features allows interaction with external and internal clients, calls can be managed easily and end users can track their own updates and call status. We find that Active Directory / LDAP Integration is most useful making it easy to configure and are able to use our own AD security groups to configure permissions to access ITSM We are able to manage end users incidents via Incident Management, offers great functionality keeping the user up to date with the progress of their call working towards a remedy, with automatic notifications when the call has been updated with new information with the Problem Management feature we are able to easily keep records of current workarounds that have been implemented until a more permanent fix has been sourced. Change Management - We use this for major changes to the network with our network team, and much more listed below. Ticket Templates Automated Ticket Routing Built in Reports Service Level Agreements (SLA) Asset Management / CMDB Asset Audit Trail Custom Report Builder Data Export (PDF, XML, CSV) Business Rules Engine Automated Escalation Rules Self-Service Web Portal Tasking Customizable Views Build-in Interactive Reports Custom Reports Builder Service Level Man

Inconvénients :

some features don't allow multiple close on calls, so if there are lots of tasks closing them in one go can't be done.

Great for small businesses, less good for large enterprises

Commentaires : Vivantio does what it says on the tin, and for a small organisation it does a fine job. The weaknesses only become apparent when the numbers of users passes around 20, tickets pass 100 per week and customers pass around 20. Then you start to realise that there are too many manual steps in the use of the system. A good example is SLA (service level agreement) reporting; how have we performed this month against the targets we are contractually obliged to meet? An analyst works on a ticket, sends an update, then marks the ticket 'awaiting customer'. The SLA clock stops. The customer replies, but crucially there is no mechanism to start the SLA clock again, and if no one notices the SLA clock does not start again. For a small business this is not much of a problem but in the big leagues being unable to measure performance against SLA is the same as failing SLA. Reports look great but are a nightmare to set up. If you don't know crystal reporting you may need a course just to send out a daily report of how many tickets you have open. The Change workflow is rather good though. Custom workflows can be defined, where a user raises a change and submits it for approval. Any number of approvers can then be notified and the change can only be actioned when all the necessary approvers have given their go-ahead. One downside is that each person who actions the change must choose who does the next action, and if anyone forgets no tasks are assigned to anyone. Again, this is fine for low use, but if you are dealing with a hundred changes a week and need to convene a CAB meeting you may risk missing something. The support department are helpful and friendly though. Always a pleasure to deal with. Overall, I would say that Vivantio improved my own service desk, but outlived its usefulness in around 4 years.

Avantages :

Ease of use; easy to set up and configure; helpful support staff; cloud-based and so can be used from anywhere; configurable change workflow; self-service portal; auto-update of changes via email; Licencing by concurrent users, meaning that many users can be set up, but there is a limit on how many can access the system at once. This is very useful for users raining changes who do not need to access the system often, and keeps the cost down.

Inconvénients :

Functionality quite basic; No accurate way to measure SLA; not enough automation - it needs to be able to automatically change statuses, assignees, etc., based on user actions

Vivantio is a user friendly ticket tool

Commentaires : I am using the Vivantio ticketing tool since 2015 and it's user friendly tool. We can extract the reports in a simply way without any hassles. While view of current tickets status and customer information (for adding or removing), I am happy with Vivantio. However, I found some issues with checking view of last update on ticket as the frame of last update area is very small and it's not possible to expand (like drag to top/down). With this we need to copy the update from tool and paste in notepad or word document to read it fully. If Vivantio can focus more on this area it will really help the admins who work daily on Vivantio. Also, I found some issues at report builder area where we tried to pull some weekly statistics. After assistance from database team, we resolved those issue. I would recommend Vivantio team to focus more on reports area as it's very important to management who more relay on reports which required for customer interactions.

Avantages :

mainly the Vivantio ticketing tool is user friendly and easy to understand for all kind industries.

Inconvénients :

Lat update view frames were very small and it's not possible to expand where most of the engineers will have problem to view the updates.

Vivanto ITSM great software in an easy to use package

Commentaires : We use vivantio on a daily basis, and find it to be an exceptional and versatile tool, it makes tracking and linking of assets to " users" an easy task, the reports and dashboards which are in the system and can easily be created are also very versatile and provide a wealth of information, to such an extent that other areas of the business are now potentially looking at using vivantio as their ticketing system rather than it just being used by the IT Department. The support team is also exceptional, I can guarantee that when I raise a ticket I receive a response within a max of 10 mins with my reference number and 99.9% of the time when I get a written response and usually get a detailed guide on how to resolve my query. The overall application cannot be faulted and I would recommend the software to anyone.

Avantages :

it's easy to use once configured correctly the information you can get out of the system is very user friendly and easily accessible

Inconvénients :

If linked to active directory, if a user entry is removed from ad it is very hard to locate any previously raised incidents for the person.

Being on service desk on a 24/7 shift, Vivantio is the only tool which I prefer to work.

Commentaires : I am working with this tool since 2.5 years .Its very user friendly and very convenient to work with this tool when compared to previous tools which we have used. 1)We are Logging ticket for all clients. Through this tool itself . Vivantio is over major Ticketing tool. 2) This tool makes our work easier in term of ticket creation and time tracking ,Report pulls ,and graphical representation of Analysis . Its an industry-leading, award-winning service management software that can automate and streamline your organization's service desk. Finally, a Very well designed tool for Support Team 24*7 ,In a few clicks we can get all the ticket information .

Avantages :

Very good tool to work

Inconvénients :

I am very happy with the tool..I do not have any dislikes in viavantio.

Vivantio || True User Review

Commentaires : Good. I use it everyday, its easy to access, easy to understand, smooth to navigate

Avantages :

The option for your to always go back and see your previous tickets created, how to create and submit it easy.

Inconvénients :

Sometimes, there's might be a minor glitch that causing for the login user to see that they're unathorized although it works after a refresh of the page

Vivantio Review

Commentaires : we have been using Vivantio for the past 4 years. To date we have been pleased with the product. From an end user perspective it is simple and easy to use. From a tech perspective, since i administer the system, has been easy to configure. I am very pleased with the Support that we receive, Andrew Stevens has been awesome. He has worked very hard to ensure that the system meets our business needs. Whenever we have requirement he is constantly finding ways to be able to implement them. There still are areas where there can be some improvements, would like to see better dashboards and reporting.

Avantages :

Ease of use and configuration

Inconvénients :

Dashboards and reports

Easy ticket system

Commentaires : Its good to use but we have never used another ticket system

Avantages :

Easy to use, the company is integrated with it

Inconvénients :

adding assets cannot be done in bulk, they all have to be added separately

Reviewing after 6 months of usage

Commentaires : First thing I would like to convey is about the easy options in Vivantio. It is very easy to understand, to raised ant kind of tickets, to report and to maintain a Knowledge base. I have raised some of the issues with Vivantio Support especially working on reports, the support was quick and is persistent till it get resolved.

Avantages :

- I don't see any slowness in terms of performance - I don't see any major outages which can interrupts business - User friendly and is easy to administer - Good support

Inconvénients :

- The report Builder which is used for reporting could be enabled with advanced features of reporting.

Lessen the downtimes

Commentaires : There are several times that our support line experienced downtime during shifts. That makes us unable to work on our tickets properly. Although, the support team of vivantio is very helpful, we wish you can lessen the downtime of the app on specially on the time we use it most.

Avantages :

It is capable of making reports that is easy to use and read.

Inconvénients :

unexpected times that it will decide itself that it will be unusable for sometime.

Great for organizations who adapt ITIL

Commentaires : As an IT consultant and a Tier 3 escalations engineer, I am not a daily user of Vivantio Pro as I only deal with support tickets if they are escalated to me.
However, in working with the Level 1 support desk in our organization, who uses it on a daily basis and as a mission critical application, I hear very little complaints about it on a day-to-day basis. You could say that "no news is good news" regarding users and their perception of the quality of the application :)
Secondly, in my own experience, I find Vivantio Pro easy to use and efficient. I have rarely experienced Vivantio technical issues and if there issues with access to the site, the resolution time has been more than acceptable.
Lastly, and probably most importantly, as a person who recently joined a global organization who is highly client focused and uses ITIL framework and methodologies as means to be client focused, Vivantio Pro is a good fit as it offers an adaptable and wholistic approach to IT service managment.

Avantages :

Adaptable an ITIL focused

Inconvénients :

More value for the money.

Application support is good, but need some improvement

Commentaires : Really wonderful app for support, but need some enhancement like page loading time. customization of UI layout as per user need.

Avantages :

Functionality is good, this full fill the requirement.

Inconvénients :

Loading is slow at client end, at server end it is good but when accessed from remote or mobile it is taking time. :(

Excellent Service Desk software

Commentaires : The implementation worked very well with Vivantio assistance and we just upgraded to the pro version without much issue at all.

Avantages :

Ease of use and has all of the functionality that we need now.

Inconvénients :

Anything we have found issues with has been resolved or upgrading to pro has taken care of.

I use vivantio every day as ticketing software

Commentaires : I used servicenow before Vivantio, and the difference is like night and day with Vivantio being the better choice.

Avantages :

I like the filters the best. With the filters I can usually find what I am looking for easily. The sorting option works well too.

Inconvénients :

It can be very laggy at times and I have verified that this is not a network issue. This often occurs when updating , submitting, or closing a ticket.

Everyday User

Commentaires : Sometimes, the screen times out on me when I am in the middle of communicating with a client, which is why I gave the 'Overall Quality' only 3 starts. All I have to do is refresh and it works fine, but it is kind of annoying. Other than that, the system works great and I can always communicate with the client effectively and efficiently.

Avantages :

Variety of features

Inconvénients :

It can be clunky sometimes, the system "times-out" and I have to hit refresh to continue working.

Good bang for the buck

Commentaires : Nice basic feature set, but customizing comes with a price. Could be a little more flexible, but overall has a good workflow. Significant improvement over the previous generation client. Very rare outages, and quite fast for a web based client.

Avantages :

Web based, and fast if you have a fast internet connection.

Inconvénients :

Could be more flexible in conforming to our workflow. Some options are not customizable, and some are, at a price.

Good To manage and coustomizable

Commentaires : Good to use and assigning the tickets and maintain the status of tickets is very good feature.
It is also manage the history of the tickets so that we can get a basic idea if any case it reporn the tickets. Thanks
Minaketan Mishra

Awsome Call Logging Software

Commentaires : Great easy to use software, user friendly and useful to produce reports.
Vivantio support is always quikc to respond and helps with all issues.

Avantages :

User Friendly

Inconvénients :

Can sometimes be slow

We love Vivantio!

Commentaires : So far, the customer support has been great and we really enjoy working with the Vivantio Team! We look forward to growing with the company and hopefully work with the team to get some of the features not currently available.

Avantages :

It's easy to use and the cost is great compared to other systems on the market with less features.

Inconvénients :

There are some features missing that would make the system so much easier, like in the Asset area; we need to be able to see the user an item is attached to and the description. It's very hard to tell what an item is based on a serial or ID number in the deafult view which means you have to go into each enter to view those details and it's a huge pain. It's my least favorite thing about the system. Also, I LOVE to customize things so, the more customization options there are the better, for me.

This is very good tool.

Commentaires : I always use this tool and very good in use, working smoothly. ticket related stuff is so cool as expected.

Good Ticketing Tool

Commentaires : I've been using various ticketing tool for monitoring tickets but vivanto seems to be the lightest and most efficient tool till date.

Avantages :

Ease of use Light, pulls up quickly.

Inconvénients :

Active ticket section doesn't display the intended results often.